Global Profilers is a Recruitment & HR Services firm specialized in recruitment in Africa; we are currently looking for a customer service executive for our client who is an internet service provider.
JOB DESCRIPTION
Summary
The Customer Care Executive would have the following responsibilities:
Responsibilities

Attend to Customer’s Issues & resolve them in timely & efficient manner
Coordination with Support Teams and ensuring the customers issues is resolved efficiently and effectively
Raising, following up and closure of Trouble Tickets
Dispatch of Invoices to Enterprise & Retail Customers as per the laid down process
Follow up for Collections through timely reminders to Enterprise & Retail Customers
Ensuring Collections of receivables is achieved as per the set targets
Service & MTTR Improvement Plans
Identify and assess customers' needs to achieve satisfaction
Build sustainable relationships and trust with customer accounts through open and interactive communication
Generate Sales Leads

Key Relationships

HOD/CIO/MD of TecPoint Global Solutions
HOD Business Development Department
HOD Customer Care Department
HOD Project Management Department
Customers of TecPoint Global Solutions
Vendors & Partners of TecPoint Global Solutions

Fair Knowledge of Telecom Technologies:

Internet Bandwidth & Leased Circuits
Smart Solutions & Internet of Things (IoT)
Internet Broadband

Soft Skills & Characteristics:

Strong organizational skills
Self-motivated and detail-oriented
Quick to collaborate and coordinate with team members when necessary
Prior experience working with Telecommunication Customer Care Department
Strong math and critical reasoning skills
Customer Relationship Management
Integrity & Honesty
Team Player
Interpersonal Skills
Resourcefulness & Result Oriented approach
Customer Oriented Approach
Strong Oral & Written Communication

Key Measurables

MTTR
Network Uptime
Customer Satisfaction Score (CSAT)
Total Tickets & Tickets per Customer
First Response Time (FRT)
First Contact Resolution (FCR)

Academic Qualification       

Graduate in science preferable, any other discipline may also apply
NYSC Certified

Experience
·         Minimum of 1 - 3 years of experience in Telecommunications Company or Internet Service Provider with a fair knowledge of Internet Leased Line, Leased Line, Home Broadband, FTTH, FTTX, VoIP, IPTV and Telecommunications Operations.
RENUMERATION: N900, 000 to N1, 200, 000 Per Annum plus other benefits